1 Scope
This document provides scenarios, explanations and examples for the practical application
of service management systems (SMS) based on ISO/IEC 20000‑1:2018. These scenarios provide examples of situations in which an SMS can be used and how
the requirements of ISO/IEC 20000‑1:2018 can be applied.
This document can be used with ISO/IEC 20000‑1 as well as with ISO/IEC 20000‑2, ISO/IEC 20000‑3, ISO/IEC TS 20000‑5 and other parts of the ISO/IEC 20000 series.
This document is aimed at:
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a) organizations that are intending to implement an SMS based on the requirements of ISO/IEC 20000‑1;
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b) organizations that have already implemented an SMS based on the requirements of ISO/IEC 20000‑1;
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c) consultants, trainers and other experts supporting these organizations.
This document does not add to, change or replace any of the requirements in ISO/IEC 20000‑1. This document is not intended to be used for a conformity assessment.